Technical AI Program Manager, ITSM

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role: 

The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AI‑first implementation and adoption experience for ServiceNow’s customers. You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry. As an AI Strategist/Program Manager, you will work with the product, BU, and client delivery teams to design, productize, and pilot Agentic AI‑first setup and implementation experiences, establishing a standardized setup process and unifying admin workflows behind a single front door that guides customers from day‑one sandbox through next‑best actions to measurable value. You’ll drive early pilots across ServiceNow’s core product families, partner tightly with Platform and Product BU product management and engineering, and collaborate with strategic partners and early adopters. Your North Star: dramatically compress time‑to‑first-meaningful‑use, accelerate adoption, and deliver a consistently excellent, AI‑enabled implementation journey that reduces deployment friction, enhances customer experience, and improves renewal outcomes.

Responsibilities:

• In partnership with the ServiceNow platform and product BUs, develop an AI-first, autonomous implementations roadmap to drive customer adoption and successful implementation and adoption of ServiceNow’s products.
• As Program Manager, you will build this roadmap, create and manage the program plan around it for a specific set of products, and execute it to completion, jointly executed as Pilots with hand-selected internal and external customers.
• Translate the voice of the customer and telemetry into productized agent requirements and readiness content; partner with AI Architects and Product teams on solution design.
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI and Agentic AI, and apply this knowledge to continuously improve and evolve ServiceNow’s implementation & adoption offerings.
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, reference architectures, and other documentation to make information about ServiceNow’s AI-first implementation & adoption capabilities more accessible to the broader Impact Delivery organization, customers, and partners
• Assist Enablement team and Partner team with Enablement and Training material to see through the success of this Autonomous Implementation effort.
• Design and validate product‑specific agents (e.g., ITSM‑Core guided setup, CSM case mapping, HRSD onboarding) with BU teams.
• Co‑drive pilots with ServiceNow’s early adopter customers (enterprise clients and Systems Integrators).

Qualifications

To be successful in this role you have:

• 7+ years in program or portfolio management; 3+ years leading AI/ML or GenAI initiatives at enterprise scale.
• Proven ability to operationalize AI governance (risk, compliance, SDLC guardrails) and run CoE review boards.
• Strong understanding of agentic AI and generative AI patterns, orchestration, and enterprise integration approaches.
• Experience with AI platform governance: model catalogs, policy enforcement, and lifecycle management.
• Familiarity with Agentic AI/LLM/GenAI fundamentals, MLOps/LLMOps concepts, and responsible AI practices.
• Prior implementation and deployment experience of enterprise solutions is a must-have.
• Demonstrated success in cross‑functional leadership (Product, Delivery, Security, Legal, Risk).
• Skilled in portfolio prioritization, value/effort trade‑offs, and KPI/OKR tracking for AI programs.
• Excellent executive communication and change‑management capabilities for AI adoption.
• Ability to translate business objectives into AI implementation strategies and measurable outcomes.
• Bachelor’s in a technical or quantitative field; advanced degree or PgMP/PMP/AI certifications preferred.
• Must be able to travel up t